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PART 4 of 4: Create Learning Activities That Work Recap Here’s a quick recap of the first three parts of this ‘Challenge’ blog series: 1. THE CHALLENGE: The company has received low grades from their clients for responsiveness to callers whose calls should be escalated. Call center reps aren’t escalating calls to supervisors at the … [Continue Reading]

PART 3 of 4: What Do You Want Learners to DO? Recap Here’s a quick recap of the first two parts of this ‘Challenge’ blog series: 1. THE CHALLENGE: The company has received low grades from their clients for responsiveness to callers whose calls should be escalated. Call center reps aren’t escalating calls to supervisors … [Continue Reading]

PART 2 of 4: Determining the Business Goal Client Large financial services company with call centers across the United States. Recap To refresh your memory about the challenger and the problem, read Design challenge – Part 1 of 4: Meet the Challenger. The first step in our challenge is to identify the business goal. What … [Continue Reading]

PART 1 of 4: Meet the Challenger Client Large financial services company with call centers across the United States. Challenge For the past year, the company has received low call satisfaction ratings from their customers. Customer service reps (CSRs) aren’t escalating calls to supervisors at the appropriate times. This impedes the ability of supervisors to … [Continue Reading]